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CSA - Service Now > Test 1 > Flashcards

Test 1 Flashcards

1
Q

How can you to track and aggregate data over time through elements called scorecards and indicators ?

Update sets
Performace Analytics
Wokflws

A

Performace Analytics

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2
Q

What are the benefits of using groups in ServiceNow ?

all of the given options.
Identifies a subset of users for roles and skill assignment
Provide reference for alerts and notifications
Permissions and access - Simplified ability to assign permissions
Permissions and Access - Simplified ability to assifn permissions

A

all of the given options.

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3
Q 
What are the 3 components of the Now Platform User Interface ?
Application navigator
Module
Service Portal
Content Frame
Ui Macros
Search bar
Banner Frame
A

Application navigator
Content Frame
Banner Frame

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4
Q

How to make a field mandatory at data base level, before updating or inserting ?
Data Policy
Client Scripts
Ui Policy

A

Data Policy

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5
Q

What ServiceNow feature allows you to include data from a secondary related table on a report ?
SQL
Dot walking
Joins

A

Dot walking

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6
Q

What is the purpose of flagging an article in a knowledge base ?
To mark an article to read later
Reporting an error
Allors a user to submit feedbak about an article
Allows a user to hide that article
Allows a user to delete that article

A

Allors a user to submit feedbak about an article

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7
Q 
How many types of search options are given in ServiceNow ? Choose the correct 4 options
List
Ui Policy
Navigation filter
Live feed
Global text search
A

List
Navigation filter
Live feed
Global text search

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8
Q

What are NOT the benefits of assigning tasks to a group, rather than an individual ?
Groups can assign taks to user based on priority
Groups can assig task to user based on avaibility
Groups can avoid tasks which are nearing SLA breach
Groups can avoid tasks wich are reopened
Groups can assig task to user based on skills or location

A

Groups can avoid tasks which are nearing SLA breach

Groups can avoid tasks wich are reopened

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9
Q

What are the UI components of a homepage ?
Banner, content pane, header, footer and application navigator
Banner, content pane and application navigator
Banner, content pane, header and application navigator

A

Banner, content pane and application navigator

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10
Q

Gauges are created by security_admin or users with Gauge_admin role ?

True
False

A

false

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11
Q

ServiceNow is designed to be integrated with which of the following modules ? Choose the right option from the below.
Aing, streaming videos platforms
CMDB, incident, problem, change, user administration, and single sing on
CMDB, incidnet, problem, change, audio streaming Apis, video platforms
CMDB, incidnet, ITOM, change, audio streaming Apis, video platforms
Request emergency change, wizards

A

CMDB, incident, problem, change, user administration, and single sing on

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12
Q 
The business rule can be run or executed for which of the following states ?
After
Display
onLoad
Before
A

After
Display
Before

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13
Q 
SLM module configures which of the following ?
OLA
SLA
UC
INC
A

OLA
SLA
UC

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14
Q

Which of the following is not a valid field type (for Incident Table)? This question was asked in August 2021 CSA exam

Currency
Long string
Suggestion

A

Long string

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15
Q 
What defines conditions that are evaluated against users to determine which users can access Service Catalog items ?
Palette tabs
ACL
User criteria
User group membership
Business rule on service catalog
A

User criteria

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16
Q 
Button, Related Links and Context Menu are part of ?
Canvas
UI page
Client script
UI action
Form
A

UI action

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17
Q

Please choose the correct difference between SAVE and INSERT buttons from the below options.
No differece as both will stay on same form
Save action will stay on the form while insert not get re-directed to the list
Save action will stay on the form while insert get re-directed to the list
Save action will stay on the form while also get re-directed to the list
Save will get re-directed to the list and insert will stau on the form

A

Save action will stay on the form while insert get re-directed to the list

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18
Q

As a ServiceNow subject matter expert, which of the below are “ServiceNow release cycle” types would you follow ?
Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only. ex - user info
Sytem import sets > load data
One record stored in the sys_user_group table; and, it’s a collection of users who share a common purpose
Feature release, patch release an hot fix

A

Feature release, patch release an hot fix

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19
Q

Which would NOT appear in the History section of the Application navigator ?

List
Schedule jobs
ACL
UI pages
Records
Tables
A

UI pages

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20
Q

Where are the events generated in a ServiceNow instance stored ?
table [sys_events]
table [sysevent]

A

table [sysevent]

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21
Q 
Which of the following are valid query operators for filter conditions in ServiceNow ?
SNOTEMPTY
ANYTHING
ENDSWITH
ISVALID
ISINVALID
STARTSWITH
A

ISNOTEMPTY
ENDSWITH
STARTSWITH

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22
Q 
What is the master table that contains a record for each table in the database ?
sys_master_db_table
sys_ci table
sys_db_object table
sys_cmdb_ci table
sys_core_object table
sys_master_object table
A

sys_db_object table

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23
Q 
Variable sets can be used in which of the below options ? Choose all that apply.
Order Guides
Scratch pad
Rest api
Record producer
Incidents
Catalogs items
Scripted API
SOAP API
A

Order Guides
Record producer
Catalogs items

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24
Q

John wants to change the number prefix from “INC” to “IN” for incident table. What is the right way to do this ?

No. It is not possible
System definition - Instance maintenance table
System definition - Auto number
System definition - Data dictionary.
System definition - System table
System definition - Number maintenance table(sys_number).

A

System definition - Number maintenance table(sys_number).

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25
Q

What defines how departments work together to meet the service level requirements documented in an SLA ?

Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)

A

Operational Level Agreement (OLA)

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26
Q

From the below options, please choose the correct definition of “inactivity monitor” in ServiceNow instance.
It is used to enhance the system logs. It provides more
information on the duration of transactions between the client
and the server.
It triggers an event for a task record if the task is inactive for a
certain period of time. If the task remains inactive, the monitor
repeats at regular intervals.

A

It triggers an event for a task record if the task is inactive for a
certain period of time. If the task remains inactive, the monitor
repeats at regular intervals.

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27
Q

Is it true that all users can manage and setup import sets ?

true
false

A

false

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28
Q 
Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user ?
My Teams Tasks
My Teams Work
My Groups Tasks
My Groups Work
A

My Groups Work

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29
Q 
Which technique is used to get information from a series of referenced fields from different tables ? (Popular exam question)
Jelly script
Dot-Walking
Join tables
Record-Hopping
Referance qualifiers
Macros
Table-Walking
A

Dot-Walking

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30
Q 
What module in the Service Catalog application does an Administrator access to
begin creating a new item?
Maintain Items
Content Items
Maintain Categories
A

Maintain Items

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31
Q 
Choose the correct steps that are part of a workflow in ServiceNow platform ?
Start, Pause, Halt, End
Start, End
Start, Pause, Stop , End
Start, Pause , End
Start, Pause, Halt, Stop
A

Start, Pause, Stop , End

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32
Q

In a workflow, what is the workflow timeline ?

An automation block such as approvals, conditions, notifications, tasks,
timers and utilities.
It provides a complete time-based display of logs associated with
workflow.
Shows the progress of a workflow. It provides a complete time-
based display of activities associated with workflow context.
Defines unique key for record. If record found, import will update the
record. If not found, import will create a new record.

A

Shows the progress of a workflow. It provides a complete time-
based display of activities associated with workflow context.

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33
Q

is used to join two tables. Fill in the blank with the correct option.

Related lists
Database Views
Link Tables 
Grid Control
GlideRecord
A

Database Views

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34
Q

How is the Event Log different from the Event Registry? (Note - This questions is
often asked in real exam)
A. Event Log contains generated Events, the Event Registry is a table of Event
definitions
B. Event Log is formatted in the Log style, the Event Registry displays different
fields
C. Event Log lists Events that were triggered by integrations, the Event Registry
lists the Events that were triggered during the day (24-hour period)
D. Event Log is the same as the EventRegistry

Event Log lists Events that were triggered by integrations, the Event
Registry lists the Events that were triggered during the day (24-hour
period)
Event Log lists Events that were triggered by integrations, the Event
Registry lists the Events that were triggered during the 2 past 2 days (48-
hour period)
Event Log lists Events that were triggered during the day (24-
hour period) and Event Registry lists Events that were
triggered by integrations.
Event Log is the same as the EventRegistry
Event Log is formatted in the Log style, the Event Registry displays
different fields
Event Log contains generated Events, the Event Registry is a
table of Event definitions

A

Event Log contains generated Events, the Event Registry is a

table of Event definitions

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35
Q 
What is the language used for Service Portal in ServiceNow?
Mix of Perl and AngularJS
AngularJS
Java
Perl script
Python
A

AngularJS

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36
Q

What are the two pathways to view feedback left on a published article ?

Knowledge > articles > published
Knowledge > articles > My Flagged
Knowledge > My articles > Flagged
Knowledge base > my knowledge > flagged articles

A

Knowledge > articles > published

Knowledge > articles > My Flagged

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37
Q

What table is used to store SLAs in a ServiceNow instance ?

task_sla
sla
u_sla

A

task_sla

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38
Q

Which among the following is true regarding tables on a ServiceNow instance ?

You can only delete the tables starting with u if you have security_admin
role.
You can only delete the tables starting with u if you have
admin role.
You can delete the tables starting with “u” permanently.
You cannot delete the tables starting with u permanently.

A

You can delete the tables starting with “u” permanently

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39
Q

Select the right option to run Data Collector Jobs.

Social T > Feed administration > Messages
Performance Analytics > Data Collector
Searches in files that are attached to records
Manually, LDAP, Single Sign on (SSO)

A

Performance Analytics > Data Collector

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40
Q

Where will a user find option to edit a list in ServiceNow?

Grid box
List control
Grid control
List matrix
UI Filter
A

List control

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41
Q 
Which is the parent table for incident, problem, change in an ServiceNow instance
?
task
sla
cmdb_ci
cmdb
A

task

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42
Q

Which tables captures information related to workflow versions ?

wf_workflow table
wf_workflow_version
wf_workflow_versions

A

wf_workflow_version

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43
Q 
Which of the following can be customized through the Basic Configuration UI 16
module? (Choose three.)
System Date Format
Browser Tab Title
Form Header Size
Instance language preferance
Record Number Format
Banner Image
Instance version information
A

System Date Format
Browser Tab Title
Banner Image

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44
Q

Which one of the following statements describes the contents of the
Configuration Management Database (CMDB) ?
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable
assets used by a company
C. The CMDB archives all Service Management PaS equipment metadata and
usage
statistics
D. The CMDB contains ITIL process data pertaining to configuration items

Statement B
Statement C
Statement A
Statement B and Statement C
Statement D
Statement B and Statement D
Statement A and Statement B
A

Statement A

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44
Q 
KB articles are referred in which of the below modules ?
Service Catalog
News
Home Page
INC
A

Service Catalog
News
INC

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45
Q

How are users related to roles or groups in an ServiceNow instance ?

Many to many relationship
One to Many relationship
Many to one relationship
One to One relationship

A

Many to many relationship

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46
Q

Can you update a record without updating its system fields (like sys_updated_by,
sys_updated_on)?
Yes.
No, Every insert and update automatically updates system
fields.

A

Yes.

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47
Q 
Which table stores information about C relationship existing on a ServiceNow
instance ?
cmdb_rel_ci
cmdb_ci_rel
cmdb_rel
cmdb_rel_configuration
cmdb_ci_item_rel
A

cmdb_rel_ci

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48
Q

Choose the correct option from below statements regarding script debugger and
session log.
*This question was asked in the real CSA exam July 2021

The Script Debugger enables users with the script_debug role to debug
server-side JavaScript, while the Session Log enables you to view and
download required logs.
The Script Debugger enables users with the script_debugger
role to debug server-side JavaScript, while the Session Log
enables you to view and download required logs.
The Script Debugger enables users with the script_debug
role to debug client side JavaScript and server side
JavaScript, while the Session Log enables you to view and
download required logs.
The Script Debugger enables users with the script_debug role to debug
client JavaScript, while the Session Log enables you to view and download
required logs.

A

The Script Debugger enables users with the script_debugger
role to debug server-side JavaScript, while the Session Log
enables you to view and download required logs.

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49
Q

From My approval module you need to quickly authorize a request. How can this be done from list view ?

Right Click on approval number and select Approve
Right Click on requested state and select Approve
Right Click on approval number ,select Approve and click Green check.

A

Right Click on requested state and select Approve

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50
Q

How can admin view/edit the dictionary for a particular field in ServiceNow?
Right click the field and click Configure Dictionary
Schema Map
Configure Label
Data Dictionary

A

Right click the field and click Configure Dictionary

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51
Q 
When can SLAs include actions be triggered on ServiceNow instance ?
Breached
Completed
Anytime
In progress
A

Anytime

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52
Q

A gauge can be added to which of the below mentioned components in an ServiceNow instance ?

Banner
Home Page
List
Report

A

Home Page

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53
Q 
Which tool is used to have conversations with logged-in users in real-time ?
O
User Presence
Virtual Agent
Mobile Studio
Now Messenger
Messenger bot
Connect Chat
A

Connect Chat

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54
Q

According to any vanilla ServiceNow instance, which of the following is true ?

Deleted system tables will be created again during an instance
upgrade
System tables once deleted wont be restored even after an instance
upgrade.
When moved from left to right slush bucket, referance fields get deleted
System tables can be deleted by the administrator
System tables can be deleted by the user with itil role

A

Deleted system tables will be created again during an instance
upgrade

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55
Q 
Which of the below is the pause condition for incident SLA?
Wait 
Until 
awaiting 
pause 
Hold
A

awaiting

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56
Q

Which one of the following statements is correct when referring to UI Actions ?
UI Actions are only executed on the server.
UI Actions cannot use scripts or be scripted.
UI Actions on the Task Table are not available to its extended tables.
Conditions cannot be specified to determine when a UI Action appears
Conditions can be specified to determine when a UI Action
appears
UI Actions are only executed on the client side.

A

Conditions can be specified to determine when a UI Action

appears

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57
Q

Can a user open an Incident by email, if so what is utilized ?

Yes. Via Inbound Action
Yes. Via UI Action script
Yes. Via UI Action
Yes. Via UI Macro
Yes. Via Notification
No.
A

Yes. Via Inbound Action

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58
Q

You can add new columns to base table incident in ServiceNow instance ?
Yes
No

A

Yes

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59
Q

Smith wants to hide a table from the report console. How can it be done ?

Go to reports module and configure the allowed tables to report on
Write an ACL on the table with operation as ‘Report on’ and
restrict
By Default, all tables shall be shown in reports module.
Write an ACL on the table with operation as ‘Report for’ and
restrict

A

Write an ACL on the table with operation as ‘Report on’ and

restrict

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60
Q 
To generate task based records through service request which is the correct option below ?
Record producer
Business Rule
Service Catalog
UI Action
UI Policy
A

Record producer

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61
Q

What authentication modes are used in a ServiceNow REST web service ?

OATH 2.0 and mutual authentication
OAUTH 2.0
Basic authentication
Mutual authentication

A

OAUTH 2.0

Basic authentication

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62
Q

ServiceNow supports which of the following authentication methods ?
Basic Auth
All of the above are supported by ServiceNow
None of the above are supported by ServiceNow
LDAP and oAuth
Token
LDAP
oAuth

A

All of the above are supported by ServiceNow

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63
Q

Use ____ to create reports by modify an existing report, or create a new report from scratch. Choose the right option from below.

Report Designer
Report App
Service Catalog
Dependency Views
Report_operator
Report Maker
A

Report Designer

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64
Q

A variable Set is a modular unit of variables that “CAN BE” shared between
catalog items. True or False ?

True
False

A

True

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65
Q

How do I turn on email notifications in ServiceNow?

Go to ‘Email’ under the ‘System Properties’ menu. You will see a radio
button on the properties page ‘Enable email sending (SMTP)’
Go to ‘Email’ under the ‘System Properties’ menu. You will see a dropdown field ‘Enable email sending (SMTP)’
Go to ‘Email’ under the ‘System Properties’ menu. You will see a checkbox on the properties page ‘Enable email sending (SMTP)’
Go to ‘Email’ under the ‘Application Properties’ menu. You will see a
checkbox on the properties page ‘Enable email sending (SMTP)’

A

Go to ‘Email’ under the ‘System Properties’ menu. You will see a checkbox on the properties page ‘Enable email sending (SMTP)’

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66
Q

Which of the following statement is true about Service-Now LDAP ?

ServiceNow LDAP has only read access to customers AD
ServiceNow LDAP has read and write access to customers AD
ServiceNow LDAP has read and delete access to customers AD
ServiceNow LDAP has read, write and delete access to customers AD

A

ServiceNow LDAP has only read access to customers AD

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67
Q

Which of the below is not a list interface element ?

Title bar
Fields
Column headings
Gauge

A

Gauge

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68
Q 
What details does a knowledge article hold ? (Select all that apply)
User Solutions
Troubleshooting tips
Known errors
All of the above
User information
A

User Solutions
Troubleshooting tips
Known errors

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69
Q 
Which of the below components I uns on server side on ServiceNow instance ?
Select all that apply.
UI
Business Rule
Data Policy
Script Include
Client Script
UI Policy
A

Business Rule
Data Policy
Script Include

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70
Q

Which method is used for to check if the object is null or contains an empty string ?

nil ()
empty ()
null ()
false()
isEmpty()
isNull()
A

nil ()

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71
Q 
Out of the below, which aren't captured in an update set by default ?
Schedule jobs
CI modifications
User/group records
form views
A

Schedule jobs
CI modifications
User/group records

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72
Q

What are two of the settings that can be made in the contextual security manager
?
Ability to change release dates and restrict automatic
notifications.
Ability to change release dates and manage group personnel.
Ability to set the maximum attachment size.
Ability to disable applications and to set the maximum notification size.
Ability to specify the attachment file types.

A

Ability to set the maximum attachment size.

Ability to specify the attachment file types.

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73
Q

What is the purpose of a formatter in ServiceNow instance ? Select one of the following.

Formatter is a set of conditions applied to a table to help find and work
with data
Formatter allows you to populate fields automatically
Formatter is a form element used to display information that is
not a field in the record
A formatter allows you to configure applications on your instance

A

Formatter is a form element used to display information that is
not a field in the record

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74
Q 
What is the sequence of conditions in a ServiceNow SLA definition ?
Start, Pause, Stop
Begin, Hold, Halt
Start, Hold, Halt
Start, In Progress, Stop
A

Start, Pause, Stop

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75
Q

Is it true that a user with security_admin role can only grant security_admin role to other users ?
This is a true statement starting New York version
This is a true statement starting Madrid version
This is a true statement starting London version
This is a true statement starting Orlando version
This is a true statement starting Kingston version

A

This is a true statement starting London version

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76
Q

Identify the port number used for LDAP and LDAPS.
389 and 639
389 and 636

A

389 and 636

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77
Q 
What defines how departments work together to meet the service level
requirements documented in an SLA?
Underpinning Contract (UC)
Operational Level Agreement (OLA)
Service Level Agreement (SLA)
Metrics
A

Operational Level Agreement (OLA)

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78
Q 
You will see a text area widget where you can add conditional expressions to your ACL. It is known as ?
Content Frame
Filters
SLA Condition Evaluation
Annotations
Dynamic expression
Conditional Expressions
A

Conditional Expressions

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79
Q

ServiceNow provides customers with a dedicated database, application and data isolation using which one of the following models ?

Hybrid Cloud
Multi-tenant
Single-tenant

A

Single-tenant

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80
Q

Which one of the statement below describes the relationship between the incident table and task table?
The incident table is the parent of the task
The incident table is extended by task table
The incident table extends the task table
The task table is the child of the incident table
The task table extends the incident table

A

The incident table extends the task table

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81
Q

Which of the following protocol is used for create, update and delete incident through emails ?

IMAP
SMTP
POP3
SOAP
HTTP
A

POP3

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82
Q 
Until Orlando, how many types of Reference qualifiers does ServiceNow support ?
8
1
2
3
4
A

3

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83
Q

Which one statement correctly describes Access Control rule evaluation ?
If a row level rule and a field level rule exist, both rules must be
true before an operation is allowed
If more than one rule applies to a row, the older rule is evaluated first
If a row level rule and a field level rule exist, both rules must be false before
an operation is allowed
If a row level rule and a field level rule exist, either of the rules must be true
before an operation is allowed
Rules are evaluated from the general to the specific, so a table rule must
be active to continue
Rules are evaluated using roles. The role with the most permissions
evaluates the rules first

A

If a row level rule and a field level rule exist, both rules must be
true before an operation is allowed

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84
Q

Which role will a user require to initiate the setup of Agent Intelligence ?
agent_admin
security_admin
Admin or ml_admin

A

Admin or ml_admin

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85
Q 
Which of the following concepts are associated with the ServiceNow CMDB?
(Choose four.)
Service Processes
Tables and Fields
Multi tenant and single instance
A Database
The Dependency View
User Permissions
A

Service Processes
Tables and Fields
A Database
The Dependency View

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86
Q

Which of the following statement is TRUE for a field on an audited table?

Add “no_audit = O” to attribute for exclude from auditing
Add “no_audit = true” to attribute for exclude from auditing

A

Add “no_audit = true” to attribute for exclude from auditing

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87
Q

Which one of the following is true characteristics for workflows in service catalog ?

Workflows can have a multiple rounds of approval actions.
The start & end activities in workflows can be changed.
Only one rollback activities is allowed in a workflow
Workflows can have a maximum of five rounds of approval actions.

A

Only one rollback activities is allowed in a workflow

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88
Q

Form Context Menu provides a graphical representation of other tables related to
a specific table ?
True
False

A

False

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89
Q 
Which table stores roles for a particular user in ServiceNow instance ?
imp_user
sys_role
user_role
sys_user_has_role
A

sys_user_has_role

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90
Q

Out of the below listed applications, which will not run natively on smartphones ?
Workflow
Service Catalog
Self-Service

A

Workflow

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91
Q 
Which of the following types of client scripts are supported in ServiceNow?
onEdit
onCellEdit
onChange
onEdit
onSubmit
onSave
onClick
onLoad
onUpdate
A

onCellEdit
onChange
onSubmit
onLoad

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92
Q

Which is true regarding Knowledge Base ?
In a Knowledge base, articles are grouped according to views
In a Knowledge base, articles are grouped according to approval dates.
In a Knowledge base, articles are grouped according to user roles who
created them.
In a Knowledge base, articles are grouped according to
categories.
In a Knowledge base, articles are grouped according to months of creation
In a Knowledge base, articles are grouped according to users who created
them.
In a Knowledge base, articles are grouped according to their created
dates.

A

In a Knowledge base, articles are grouped according to

categories.

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93
Q

Which one of the following statement is true ?
Task table can be extended and it can extend any other table
Task table cannot extended
Task table can be extended and it cannot extend any other
table

A

Task table can be extended and it cannot extend any other

table

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94
Q

What is the important factor to remember when a user is creating catalog variable
?
Catalog Variables are global by default.
Catalog Variables are global by default only for users with “catalog_admin”
role.

A

Catalog Variables are global by default.

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95
Q 
Which of the following can be performed by inbound email action ?
Validate a form
Call a client callable script
Execute a scheduled script
Submit Service Catalog request
Create or update task record
A

Create or update task record

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96
Q

Knowledge process consists of which of the below components ?
document creation, approval and review from SMEs and
publishing
document creation, approval and review from SMEs

A

document creation, approval and review from SMEs and

publishing

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97
Q 
What is the order of Business rule to run ? (very important question and often
appears in new look CSA exam)
Before, Query, After, Display
Display, Before, Query, After
Query, Display, Before, After
A

Query, Display, Before, After

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98
Q

Pergunta 39: Correto
On any ServiceNow instance, which of the following allows a user to edit field
values in a list without opening the form ?
Data Editor
Form Designer
List Editor
Edit Menu

A

List Editor

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99
Q 
What capabilities does Knowledge management provide to end users (with no
roles) in a ServiceNow instance ?
edit articles
view articles
delete articles
create articles
A

edit articles

view articles

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100
Q 
Choose the variables that you can add when you create a catalog item from below
list of field types.
checkbox
Radio Button
multiple choices
multi-line text
single line text
choice list
A 
checkbox
multiple choices
multi-line text
single line text
choice list
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101
Q 
Which of the following is used to initiate a flow ?
UI Policy
Data Policy
A spoke
Trigger
An Event
Core Action
Business rule
Scheduled job
A

Trigger

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102
Q 
From the User menu in ServiceNow instance, which actions can a user select ?
(Choose three.)
Approve Records
Elevate Roles
Impersonate Users
Order from Service Cat
Log Out from ServiceNow
A. Send Notifications
A

Elevate Roles
Impersonate Users
Log Out from ServiceNow

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103
Q 
What role is used by Admin for adding or removing fields from the list? (Repeated
in many CSA exams)
personalize_list
security_admin
form_user
A

personalize_list

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104
Q

Which of the following statements holds true for Service Catalog categories ?
Users with the admin or catalog_admin roles can view
categories only if there is an active item in the category and Availability is set to either Desktop or Both.
Users with the admin or cat_admin roles can view categories only if there
is an active item in the category and Availability is set to either Desktop or
Both.

A

Users with the admin or catalog_admin roles can view

categories only if there is an active item in the category and Availability is set to either Desktop or Both.

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105
Q 
What defines conditions that are evaluated against users to determine which
users can access Service Catalog items ?
Tables and forms
Palette Tabs
User Criteria
A

User Criteria

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106
Q

The baseline Service Catalog homepage contains links to which of the following
components ?
Order Guides, Item Variables, and Workflows
Record Producers, Order Guides, and Catalog Items
Order Guides, Catalog Items, and Workflows
Record Producers, Order Guides, and Item Variables

A

Record Producers, Order Guides, and Catalog Items

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107
Q 
SLA, OLA and UC are related to ?
Knowledge Base
Incident Management
Service Level Management
Home Page
A

Service Level Management

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108
Q

If the system administrator wants to modify the homepage, which of the following
links on the page indicates that this can be done ?
Make Gauge
Add Context
Change Layout

A

Change Layout

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109
Q

Is is true that System upgrade schedule auto-updates an existing MID server to
the latest build on a ServiceNow instance ?
False
True

A

False

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110
Q

What is a characteristic of importing data into ServiceNow?
An existing Transform Map can be used only once on different import set
An existing Transform Map can be used only once on the same import set
Coalesce fields are used only after running Transform
An existing Transform Map can be used one time on the same import set
An existing Transform Map can be used multiple times on the
same import set

A

An existing Transform Map can be used multiple times on the

same import set

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111
Q

Where are customizations done on ServiceNow instance stored ?
sys_update_set
sys_update
sys_update_xml

A

sys_update_xml

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112
Q

What purpose does Client Transaction Time plugin serve in ServiceNow?
It delete client transactions details.
It enables to log a message in ServiceNow.
It enhances the system logs by providing additional information about the durations of transactions

A

It enhances the system logs by providing additional information about the durations of transactions

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113
Q

How to differentiate SLA, OLA and underpinning contracts based on which options below ?

Number of executions
meta-type
sys_id
configuration item
Status
Last date of execution
Type
A

Type

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114
Q

Which of the following statement is TRUE about sys_dictionary?

The system dictionary is a table, called Dictionary Entry [sys_dictionary] that contains details for each custom table and the definition for every column on custom table in an instance.
The system dictionary is table, called Dictionary Entry [sys_dictionary], that contains details for each table and the definition for every column on each table in an instance.
sys_dictionary is a table where all the details about all ServiceNow base tables are stored

A

The system dictionary is table, called Dictionary Entry [sys_dictionary], that contains details for each table and the definition for every column on each table in an instance.

115
Q

What does a request number in Service Catalog represent

It represents the task to complete.
It represents the individual item in the order.
It represents the order number

A

It represents the order number

116
Q

Which protocol is used to send outbound emails from Service-now?

IMAP
SMTP

A

SMTP

117
Q

An outbound SOAP message is defined. Which function can invoke the SOAP message ?

UI Policy
Data Policy
UI Action
UI Macro

A

UI Action

118
Q

Which of the following contains tabs for accessing workflows that are being edited or created ?

Transition
Canvas Tabs
Many to Many
Select Box

A

Canvas Tabs

119
Q

Which of the following statement describes the purpose of an Order Guide in ServiceNow platform ?

Order Guides restrict the number of items in an order to only one item per request
Order Guide provide a list of guidelines for Administrators on how to set up item variables
Order Guide provide the ability to order multiple, related items as one request

A

Order Guide provide the ability to order multiple, related items as one request

120
Q

What are the three components of a filter condition?

Table
Value
Field
Operator

A

Value
Field
Operator

121
Q

Knowledge Base Search results can be sorted by which of the following? (Choose three.)

Most recent update
Popularity
Relevancy
Manager assignment
Number of views
A

Most recent update
Relevancy
Number of views

122
Q

Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

onSubmit
onUpdate
onCellEdit
onLoad 
onEdit
onChange
onSave
A

onSubmit
onCellEdit
onLoad
onChange

123
Q

A Service Catalog may include which of the following components?

Order Guides, Exchange Rates, Calendars
Order Guides, Catalog Items, and Interceptors
Catalog Items, Asset Contracts, Task Surveys
Record Producers, Order Guides, and Catalog Items

A

Record Producers, Order Guides, and Catalog Items

124
Q

What is a way that you can mark a knowledge article for review?

Flag article
Review
Bookmark
On Hold

A

Flag article

125
Q

Which tool is used to have conversations with logged-in users in real-time?

Connect Chat
Now Messenger
User Presence
Comments

A

Connect Chat

126
Q

What is the difference between a Ul Policy and Data Policy?

Data Policies run only after Ul Policies run successfully
Data Policies run regardless of how data is entered Into ServiceNow, while Ul Policies are used for form interactions
Data Policies can be converted into Ul Policies, but Ul Policies can not be converted into Data Policies
Data Policies run when data is entered through the form, by an Import Set or by web services, while Ul Policies are set only by web services

A

Data Policies run when data is entered through the form, by an Import Set or by web services, while Ul Policies are set only by web services

127
Q

Which statement is true about business rules?

A business rule must run before a database action occurs
A business rule can be a piece of Javascript
A business rule must not run before a database action occurs
A business rule monitors fields on a form

A

A business rule can be a piece of Javascript

128
Q

Which three Variable Types can be added to a Service Catalog Item?

True/False, Multiple Choice, and Ordered
True/False, Checkbox, and Number List
Number List, Single Line Text, and Reference
Multiple Choice, Select Box, and Checkbox

A

Multiple Choice, Select Box, and Checkbox

129
Q

What information does the System Dictionary contain?

The human-readable labels and language settings
The definition for each table and column
The information on how tables relate to each other
The language dictionary used for spell checking

A

The definition for each table and column

130
Q

What is the difference between UI Policy and UI Action?

UI Action can make fields read-only, mandatory, or hidden. while UI Policy can make a save button visible for appropriate users.
UI Policy can make fields read-only, mandatory, or hidden. while UI Action can make a save button visible for appropriate users.

A

UI Policy can make fields read-only, mandatory, or hidden. while UI Action can make a save button visible for appropriate users.

131
Q

What is a Dictionary Override?

A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update
A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services
A Dictionary Override is a task within a workflow that requests an action before the workflow can continue
A Dictionary Override sets field properties in extended tables

A

A Dictionary Override sets field properties in extended tables

132
Q

Which one of the following statements best describes the purpose of an Update Set?

An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems.
By default, an Update Set includes customizations, Business Rules, and homepages.
An Update Set is a group of customizations that is moved from Production to Development
By default, the changes included in an Update Set are visible only in the instance to which they are applied.

A

An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems

133
Q

What is a formatter? Select one of the following.

A formatter allows you to configure applications on your instance
A formatter is a form element used to display information that is not a field in the record
A formatter allows you to populate fields automatically
A formatter is a set of conditions applied to a table to help find and work with data

A

A formatter is a form element used to display information that is not a field in the record

134
Q

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

Answer Agent
live Feed
Virtual Agent
Connect Chat

A

Virtual Agent

135
Q

What are the main UI component(s) of the ServiceNow Platform?

Banner Navigator
Banner Frame
Application Frame
Application Navigator 
Content Menu
Content Frame
A

Banner Frame
Application Navigator
Content Frame

136
Q

Buttons, form links, and context menu items are all examples of what type of functionality?

Business Rule
UI Action
Client Script
UI Policy

A

UI Action

137
Q

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)

Banner Image
Record Number Format
Browser Tab Title
System Date Format 
Form Header Size
A

Banner Image
Browser Tab Title
System Date Format

138
Q

Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

The CMDB contains data about tangible and intangible business assets
The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
The CMDB archives all Service Management PaaS equipment metadata and usage statistics
The CMDB contains ITIL process data pertaining to configuration items

A

The CMDB contains data about tangible and intangible business assets

139
Q

A REQ number in the Service Catalog represents…

the order number.
the stage.
the task to complete.
the individual item in the order.

A

the order number.

140
Q

Where would you go in ServiceNow to order services and products offered by various departments?

Service Department
Customer Service
Service Catalog
Self Service

A

Service Catalog

141
Q

What are the three components of a filter condition?

Field. Operator and Value
Condition. Operator, and Value
Field, Condition, and Value
Variable, Field, and Value

A

Field. Operator and Value

142
Q

A role is recorded in which table?

Role[sys_user]
Role[sys_user_profile]
Role[sys_user_record]
Role[sys_user_role]

A

Role[sys_user]

143
Q

Which technique is used to get information from a series of referenced fields from different tables?

Table-Walking
Sys_ID Pulling
Dot-Walking
Record-Hopping

A

Dot-Walking

144
Q

What is the platform name for the User table?

u_users
sys_users
x_users
sys_user

A

sys_user

145
Q

Which of the following is used to initiate a flow?

A Trigger
Core Action
A spoke
An Event

A

A Trigger

146
Q

What is a schema map?

A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items
A schema map graphically organizes the visual task boards for the CMDB
A schema map graphically displays the Configuration Items that support a business service
A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

A

A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

147
Q

What is the function of user impersonation?

Testing and visibility
Activate verbose logging
View custom perspectives
Unlock Application master list

A

Testing and visibility

148
Q

In what order should filter elements be specified?

Field, Operator, then Value
Field, Operator, then Condition
Operator, Condition, then Value
Value, Operator, then Field

A

Field, Operator, then Value

149
Q

What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

RITM (Number)>REQ (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>TASK (Number)
FULFILLMENT (Number)>RITM (Number)>TASK (Number)

A

REQ (Number)>RITM (Number)>TASK (Number)

150
Q

Reports can be created from which different places in the platform? (Choose two.)

List column heading
Metrics module
Statistics module
View / Run module

A

List column heading

View / Run module

151
Q

Where can Admins check which release is running on an ServiceNow instance?

Memory Stats module
Stats module
System.upgraded table
Transactions log

A

Stats module

152
Q

A User is stored in which table?

User [sys_user]
User [ sys_user_group]
User [ syst_user_profile]
User [user_profile]

A

User [sys_user]

153
Q

Which of the below is a valid approach to debug client scripts ? Choose any 3 options

Field Watcher
log.info ()
jslog()
try/catch
gs.debug()
js.logger()
A

Field Watcher
jslog()
try/catch

154
Q

What is the purpose of a list editor in ServiceNow?

It displays the processing time, including the total time, network latency and browser rendering and parsing
The list editor allows you to hide field values in a list without opening a form.
The list editor allows you to edit field values in a list after opening a new form.
The list editor allows you to edit field values in a list without opening a form.
All of the above

A

The list editor allows you to edit field values in a list without opening a form.

155
Q

Only predefined roles can be migrated from one instance to another ?

false
true

A

false

156
Q

Which one of the following is an example of a one-to-many relationship ?

The Task table[task]assigned to field references the user table [sys_ user].
The incident[incident] table references at tables with open tasks.
User table[sys_ user]references the Task table[task]assigned to field.

A

The Task table[task]assigned to field references the user table [sys_ user].

157
Q

What are the 5 provided Roles by ServiceNow ?

A. System Administrator: The admin role provides access to all platform features, applications, functions and data.
B. Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services
C. Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.
D. Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver
E. Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.

Answer:

A,C,D
A,B,C,D,E
A,C,E
A,D,E

A

A,B,C,D,E

158
Q

Which plugin needs to be enabled to unlock domain separation on a ServiceNow instance ?

Domain Separation status
Domain Support - Domain Extensions Installer

A

Domain Support - Domain Extensions Installer

159
Q

Which statement of the following is correct when referring to UI actions ?

UI Actions cannot use scripts or be scripted.
UI Actions on the task table are not available to its extended tables.
Conditions can be specified to determine when a UI Action appears.
UI actions are only executed on the server.

A

Conditions can be specified to determine when a UI Action appears.

160
Q

From the below, choose all the possible ways by which a Service Catalog workflow be attached ?

Through Transform map
Automatically on condition
Manually on catalog item form

A

Automatically on condition

Manually on catalog item form

161
Q

What are the main components of the Service Now graphical user interface (GUI) ?

Application List, Report Gauge frame and Detail pane
Application List, Report Gauge frame, Power Bar and Details pane
Application Navigator and Content Frame.
Application Navigator, News Content Frame, List pane and Information Structure.
Navigation Bar, Report Gauge frame, Power Bar and News Content Block.
Application Navigator, Banner, Power Edge and Content Frame.

A

Application Navigator, Banner, Power Edge and Content Frame.

162
Q

What setting allows users to view a knowledge base article even if they are not logged in?

Global scope setting
The "Allow All" role
The "ESS_user" role
The Public setting
Anonymous role setting
A

The Public setting

163
Q

Which of the below actions can a user perform in Knowledge management ?

Hide articles
View articles
Merge Articles
Edit articles
Create articles
A

View articles
Edit articles
Create articles

164
Q

Table Access Control rules are processed in which order ?

The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true. Next, the condition must evaluate to true. After that, the script must evaluate to true or return an answer variable with the value of true.
[Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

The condition must evaluate to false. The script must not evaluate to true or return an answer variable with the value of true. The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true. [Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

The condition must evaluate to false. The script must evaluate to true or return an answer variable with the value of true. The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true.
[Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

A

The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true. Next, the condition must evaluate to true. After that, the script must evaluate to true or return an answer variable with the value of true.
[Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.

165
Q

Choose the table name where business rule information is stored in a ServiceNow
instance .

“sys_script” table
sys_script_include” table
“sys_include” table

A

“sys_script” table

166
Q

Team development used GIT to manage source code ?

false
true

A

false

167
Q

Which of the following are workflow activities ? Select all that apply.

Approvals
Incident
Utilities
Timers
Tasks
Email
A

Approvals
Utilities
Timers
Tasks

168
Q

Can we draw multiple transition from a single activity in workflow?

No
True

A

True

169
Q

On the ServiceNow instance. where does the global text search appear ?

Content Area
Left Navigation Pane
Banner

A

Banner

170
Q

Which of the following are correct steps to retrieve an update set ?

Mark update set as Complete -> Retrieve -> Commit
Mark update set as Complete -> Retrieve -> Apply

A

Mark update set as Complete -> Retrieve -> Commit

171
Q

Which of these is NOT a valid field type in ServiceNow?

Collection
VIdeo
Choice
Color
Currency
A

VIdeo

172
Q

What data formats can IntegrationHub parse ?

XML and CSV
Only XML
XMI, CSV and JSON
Only JSON
Both XML and JSON responses
Only CSV
A

Both XML and JSON responses

173
Q

Which module do you use to access the full screen view of Connect ?

Connect - > Dashboard
Connect - > Agent > Workspace
Connect - > Workspace
Connect - > Tools > Workspace

A

Connect - > Tools > Workspace

174
Q

Which one of the following is valid way to an approval manager approves a service catalog request ?

On the requested item form, select approve from the request field drop down list
O In the catalog task list, right click the RITM number and select approve.
In the request table, right click the RITM number and select approve request.
On the request form of requested item form, select approve from the request field drop down list.

A

On the requested item form, select approve from the request field drop down list

175
Q

Which one of the below is used to group related fields together ?

View
Form Layout
Sections
List Layout

A

Sections

176
Q

For Ul policy to be applied on all views, which among the following should be checked ?

On Load
Global
Condition
Run Script

A

Global

177
Q

Which of the following is true while solving incidents as per ITIL framework ?

Incident Impact is calculated on the basis of Urgency & Priority.
Incident Urgency is based on Impact & Priority.
Incident Priority is calculated on the basis of Impact & Urgency.
Incident Priority is filled by the user.

A

Incident Priority is calculated on the basis of Impact & Urgency.

178
Q

How to make fields mandatory at data base level, before updating or inserting ?

Data Policy
Client Scripts
UI Policy

A

Data Policy

179
Q

How is coalesce used in import sets ?

If a target table record exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values.
If multiple fields are set to coalesce, then only the first coalesce value is used to match an existing record.
Coalesce is a method to merge multiple Transfom maps before the load data step in the import process.
Using coalesce, the import set application does match source values to currently existing target values, a new record is inserted.

A

If a target table record exists with the same value in the coalesce field as the staging table record, the target table record is updated using the import set record values.

180
Q

Which of the following is a best example of Contextual Security in ServiceNow?

Data Policy
Business rules
ACL

A

ACL

181
Q

Name the interface for building and enabling rich process automation capabilities known as flows

Flow Designer
Field Values
Formatters
ServiceNow Studio

A

Flow Designer

182
Q

Which of the following cannot be customized through the Basic Configuration UI 16 module ? (Choose 2.)

Form Header Size & Record Number Format
Banner Image & System Date Format

A

Form Header Size & Record Number Format

183
Q

Dashboards v Home Pages. What is the correct difference ?

Dashboard is per user/only the creator can access it., Home pages however, are shareable with anyone/group.
Home page is per user/only the creator can access it. Dashboards, however, are shareable with anyone/group.
Dashboards as a starting location for everyone.
Dashboard and home pages are shareable with anyone/group.
Dashboard and home pages are not shareable with anyone/group.

A

Home page is per user/only the creator can access it. Dashboards, however, are shareable with anyone/group.

184
Q

By default in ServiceNow, what customizations are added to update sets ?

Changes made to a schedule.
Changes made to a form.
Changes made to a homepage.
Changes made to data.

A

Changes made to a form.

185
Q

Can I convert a data policy into a UI policy ?

Yes
No

A

Yes

186
Q

Which of the components are visible on Workflow welcome screen ?

Catalog Form
New Workflow Button

A

New Workflow Button

187
Q

When a knowledge article can be viewed?

After it is published
After it is set to public
After it is created

A

After it is published

188
Q

Which O0B support will help you to avoid creating duplicates while importing data ?

sys_id
Transform Field
Coalesce Field
Transform Script

A

Coalesce Field

189
Q

Which of the following represent “One-to-Many” relationship fields ?

Glide List and Document ID Fields
Reference Fields and Document ID Fields
Relationship used to build SLA conditions
Reference Fields and Glide List
Reference Fields. Glide List, and Document ID Fields
SLA Definition, Task SLA, SLA Workflow, SLA Automation
SLA Definition, SLA Workflow, SLA Automation
Add users to groups that have been assigned the desired role

A

Reference Fields. Glide List, and Document ID Fields

190
Q

What are the four knowledge workflows available in the ServiceNow base instance ?

a. Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state
b. Retire Knowledge: Moves a knowledge article to the retired state.
C. Instant Retire: Immediately retires a published article without requiring an approval
d. Instant Publish: Immediately publishes a draft article without requiring an approval

a,b,c
a,c,d
a,b,c,d
a,d,c

A

a,b,c,d

191
Q

How do you make a table field the display field for reference lookups against that table ?

Change a business rule by adding a filter that reads “current.display=true”
Right click on the field label you want to make the display value and click set as Display.
Create a client script on the table with the syntax “setDisplay (‘fieldname’)”
Personalize the dictionary entry for the field and check the display checkbox.

A

Personalize the dictionary entry for the field and check the display checkbox.

192
Q

Choose all the features of ServiceNow.

Multi tenant. When a Managed Service Provider (MSP) shares ServiceNow with multiple clients using domain separation, ServiceNow is multi-tenant.
Load balanced
Customisations
Single tenant
Single Database
Single instance
A 
Multi tenant. When a Managed Service Provider (MSP) shares ServiceNow with multiple clients using domain separation, ServiceNow is multi-tenant.
Load balanced
Customisations
Single tenant
Single Database
193
Q

KB article(s) can be searched by which of the below given filters ? Choose the right 3 filters

Relevancy
Views
Last Updated
manager assignment

A

Relevancy
Views
Last Updated

194
Q

Customer wants a catalogue item of a tablet with accessories to be purchased
with. What options are there? pick 2 :

Create catalogue item of tablet, with check boxes
Create catalogue Item of tablet, with variable sets
Create each item as a catalogue item

A

Create catalogue item of tablet, with check boxes

Create catalogue Item of tablet, with variable sets

195
Q

When searching using the App Navigator search field, what can be returned?
(Choose four.)

A. Names of Applications and Modules
B. Names of Modules
C. Names of Applications
D. Favorites
E. History Records
F. Titles of Dashboard Gauges
A,C,E
A,B,E
A,B,C,D
A,C,D,E
None of the above
A,B,D
B,D,E,F
A

A,B,C,D

196
Q

Which field type allows you to type any characters, including numbers, letters and
special characters?

  • Multi line text
  • String
  • Single line text

String
Referance
Single line text
Multi line text

A

String
Single line text
Multi line text

197
Q

Which module in service catalog application is responsible for creating items ?

Maintain dynamic categories
Items
Maintain items
Maintain category

A

Maintain items

198
Q

You cannot deactivate a plugin in ServiceNow instance, once it has been activated?

False
True

A

True

199
Q

Server side scripting is used in which of the following ? (Select all that Apply)

Client sript
Business rule
Script include

A

Business rule

Script include

200
Q

Which of the following provides the working surface for creating new workflows or editing existing ones ?

Reports
Canvas
Stages
Checkbox

A

Canvas

201
Q

What are the OOTB ServiceNow roles ? Select all that apply.

catalog_admin_manager
admin, itil
ESS
User
department_admin
customer
A

admin, itil

202
Q

If the knowledge base / article has no access defined, who can see the knowledge base / article?

Only admin users can read can contribute to that knowledge base provided the checkbox for can read is enabled.
No once will have access in the above situation
All users can read and all users with roles can contribute to that knowledge base provided the checkbox for can read is enabled.

A

All users can read and all users with roles can contribute to that knowledge base provided the checkbox for can read is enabled.

203
Q

Which of the following is not an example of a UI action ?

Related links
Grid control
List buttons
Search
Form buttons
A

Search

204
Q

Can we coalesce multiple fields in a table for given transform map ?

No. Only 1 field per table can be coalesced
Only 2 fields can be coalesced at a time.
No fields can be coalesced in a table for given transform map
Yes. We can coalesce multiple fields in a table for given transform map

A

Yes. We can coalesce multiple fields in a table for given

transform map

205
Q

Which of the following statements is true when a new table is created by extending another table ?

The new table archives the parent table and assumed its roles in the database
The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table
The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
The new table inherits all of the fields of the parent table but does not contain new fields unique to itself

A

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

206
Q

How is the knowledge base populated? Choose the best suitable answer from the below.

Using update sets.
Importing existing articles
The problem application plugin has a workaround feature.
You can develop a business rule that generates a news item.

A

Importing existing articles

207
Q

How will you enhance Homepage performance on a ServiceNow instance ?

Use client scripts on load on widgets defined on the homepage
Avoid widgets and gauges and homepages , Troubleshoot slow reports

A

Avoid widgets and gauges and homepages , Troubleshoot slow reports

208
Q

Identify the correct difference between configuration and personalisation in an ServiceNow instance.

Configuration and personalisation applies to all users using that ServiceNow instance.
Configuration applies to all users and personalisation applies to the user doing it.
Configuration applies to the user doing it and personalisation applies to entire group of which the user if part of

A

Configuration applies to all users and personalisation applies to the user doing it

209
Q

An any given ServiceNow instance, Knowledgebase articles are referred in which of the modules below ?

PPM Order Guide
Service Catalog, News, INC
Service Catalog, News

A

Service Catalog, News, INC

210
Q

What are common types of service changes that Change Management supports in ServiceNow?
Select all that apply.

None of the above
Routine, Standard, Normal, Emergency
Standard, Normal, Emergency

A

Standard, Normal, Emergency

211
Q

What are the out of box progress stages for a service request in ServiceNow? Choose any 3

Waiting for approval
Delivery
Awaiting user confirmation
Fulfillment
Awaiting confirmation
A

Waiting for approval
Delivery
Fulfillment

212
Q

What related tables does the schema map show ?

All the options
Sys_user
Cmdb_ci_computers
Class extension or reference

A

Class extension or reference

213
Q

What of the below options are available in Settings pane of ServiceNow instance to the right side top ? choose any 5

Developer
Lists
ACL
Theme
Forms
Notifications
A 
Developer
Lists
Theme
Forms
Notifications
214
Q

Knowledge base articles in ServiceNow are maintained on which basis from the below options ?

Role assigned
KB workflow
Task assigned
Category

A

Category

215
Q

Which of the below rightly explains the relation between RITM, task and request ?

REQ -> RITM -> tasks
REQ -> tasks -> RITM
RITM-> REQ -> tasks

A

REQ -> RITM -> tasks

216
Q

Which of the following gets automatically captured in an update set ?

Table
Users
Views
Forms

A

Table
Views
Forms

217
Q

The MID Server enables communication and the movement of data between ServiceNow instance and external applications, data sources, and services. Which table stores all related communication records in this regard ?

ECC Queue (cmdb_ci_queue) table
ECC Queue (ecc_queue) table
O ECC Queue (cmdb_ecc_queue) table
A

ECC Queue (ecc_queue) table

218
Q

What table is used to store customisation of an update set in ServiceNow ?

update_set
Incident
sys_update_xml

A

sys_update_xml

219
Q

What are the different ways to create a favorite for a particular record in ServiceNow?

From list, click Star icon
From record related link, click on add to favorites
From record form header, click paperclip icon.

A

From list, click Star icon

220
Q

Kevin is assigned a task to change the theme skin color of the ServiceNow instance navigation. What should be the best option to do so.

Using Navigation Menu under Content Management.
Using Navigation Menu under Portal Management.

A

Using Navigation Menu under Content Management.

221
Q

Changes are tracked and you can customize objects on a table with the _____ attribute

Data Sources
Schema Map
Update_synch

A

Update_synch

222
Q

Workflows can only run against a table that extend the task table ?

False
True

A

False

223
Q

My manager wants to know what Details does a knowledge article hold. What should be my answer from the below options.

Known errors User Solutions , Troubleshooting tips
Known errors User Solutions , Troubleshooting tips , User information

A

Known errors User Solutions , Troubleshooting tips

224
Q

Carey is working on import processing and found some empty fields as part of the source table. She is unsure if it possible to coalesce on empty fields in ServiceNow. What is the right answer.

No
None of the above
Yes
Class extension or reference

A

Yes

225
Q

Which of the following is NOT CAPTURED in update sets ?

Searches with any Unicode characters.
All requester actions and view or modify requests directed to the approver.
Waiting for approval, approved, pending, fulfillment, completed.
Modified Cls, modified Data records, new data records, new users
and groups, schedules, scheduled jobs, homepages.

A

Modified Cls, modified Data records, new data records, new users
and groups, schedules, scheduled jobs, homepages

226
Q

Is it true that any user can have multiple roles but can only be part of single assignment group on ServiceNow?

True
False

A

False

227
Q

What does *[TEXT] search for ?

Starts with
Contains
Equals To
Ends With

A

Contains

228
Q

My manager wants a way to track and aggregate data over time through elements called scorecards and indicators. What solution should I propose ?

Task SLA [task_sla]
Update Sets
Performance Analytics
The workflow version

A

Performance Analytics

229
Q

For UI policy to be applied on all views which among the following should be checked ?

Condition
On Load
Global
Run Script

A

Global

230
Q

Which search feature can be used to narrow down results in ServiceNow?

Platform locator
Wildcard operators
Containers
Context finder

A

Wildcard operators

231
Q

Choose the right option that best describe where the update sets and all changes in an update set are stored.

Each update set is stored in the “update_set” table, and the customizations that are associated with the update set are stored in the “sys_updates” table that appear as a related list on the update set record.

Each update set is stored in the “sys_update_set” table, and the customizations that are associated with the update set are stored in the “sys_update_xml” table that appear as a related list on the update set record.

Each update set is stored in the “sys_update” table, and the customizations that are associated with the update set are stored in the “sys_update_xml” table that appear as a related list on the update set record.

A

Each update set is stored in the “sys_update_set” table, and the customizations that are associated with the update set are stored in the “sys_update_xml” table that appear as a related list on the update set record.

232
Q

Is it true that a variable set can be used in multiple catalog Items ?

False
True

A

True

233
Q

Which of the below option best describes a list mechanic ?

Through access controls Controls every level in the ServiceNow object hierarchy. You can control specific tables and fields.

It’s a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on

None of the above

Load the data into an import set table; create a transform map to match. What’s going where; run transform; cleanup the import set table

A

It’s a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on

234
Q

Lists provide context menu at 3 different level. select 3 answers from the options below.

List Title menu
List Fields Context menu
List Column Context menu
List Description menu
List Filter Context menu
A

List Title menu
List Fields Context menu
List Column Context menu

235
Q

Which table stores information about groups in ServiceNow instance ?

sys_user_grp
sys_group
sys_user_group
sys_groups
sys_grp
A

sys_user_group

236
Q

A Schema Map displays which of the following ?

Extended Tables
Reference Table
Task Table
Incidents
Extending Tables
Workflows
A

Extended Tables
Reference Table
Extending Tables

237
Q

am working on client side functionality and have few manage UI policies on few forms. Which of the below role is required to do so ?

"itil"
Impersonator role
Specialized Administrator
"service_user" role
"ui_policy_admin" role
A

“ui_policy_admin” role

238
Q

Link unfurling enables preview of what kind of variables in Virtual Agent web and mobile conversation ? Select 3 answers

O Work notes, Accessibility options, Email Notifications, Text
Work notes , Email Notifications, Text
Images, Video, Text
Accessibility options , Email Notifications, Text

A

Images, Video, Text

239
Q

In the Now platform, you can create and visualize report on your metrics for your business objectives. what can be used to aggregate field values when using the Report designer ?

Data based visualisation domain
Integer abbreviations
Field metrics
New generated items
Standard deviation calculations
A

Standard deviation calculations

240
Q

When using flow designer, how can you modify data pull values without needing to write scripts ?

Edit flow logs
Use data pill formatter
Install data pill package plugins
Use transform functions

A

Use transform functions

241
Q

How often re Flow designer related entries deleted from the variables table if they have not been used for over a year ?

Bi-weekly
Monthly
Variables are stored indefinitely
Weekly

A

Monthly

242
Q

When flow action is cancelled in Flow designer, which property can be used to set a time value that overrides the default timeout ?

com.glide.cs.fdva.interactive.timeout
Help Panel
com.glide.cs.fdih.interactive.timeout
com.glide.cs.fdih.override.timeout

A

com.glide.cs.fdih.interactive.timeout

243
Q

When using sorting criteria options for visual task board, who has to access to creating, editing deleting the criteria ?

Anyone who has the ‘vtb_admin’ role
Anyone who has the ‘task_organiser’ role
All users of the board
Only the owner of the board

A

Only the owner of the board

244
Q

How can users respond and interact with agents at their convenience through Virtual Agents?

Proactive messaging in the web channel
Asynchronous chat in the web channel
Constant engagement in the web channel
Synchronous chat in the web channel

A

Asynchronous chat in the web channel

245
Q

Which property prevents users from creating homepages or editing existing ones when set to true ?

com. glideapp.home.lock_homepages
com. glideapp.home.deprecate_homepages
com. glideapp.home.disable_homepages
com. glideapp.home.block_homepages

A

com.glideapp.home.deprecate_homepages

246
Q

Which conversational interface allows you to preview and modify a catalog item in catalog builder ?

Virtual Agent
Catalog annotator
Connect chat

A

Virtual Agent

247
Q

A way to verify that CMDB is still operational after upgrades and deployment after new applications or integrations, is to run quick start tests. What should you do in case of a customised CMDB?

Override quick start tests through scripting
Use the CMDB Health quick starter
Copy and configure quick start tests

A

Copy and configure quick start tests

248
Q

Applications and modules are loaded based on ?

ServiceNow version
Group membership
roles
business rules

A

roles

249
Q

Which is true regarding Knowledge Base?

In a Knowledge base, articles are grouped according to users.
In a Knowledge base, articles are grouped according to categories.

A

In a Knowledge base, articles are grouped according to categories.

250
Q

What factors from the below list can influence ServiceNow instance homepage performance ?

client scripts
ServiceNow instance version
Set refresh time as a long one or set it “off”

A

Set refresh time as a long one or set it “off”

251
Q

Task related records extend task table. Can a task refer one or more configuration items ?

True
False

A

True

252
Q

The ACL configuration watcher lets you know what related ACLs exist on a table when you insert, update, or delete an ACL on the same table.
Under what situations, does the ACL configuration watcher NOT appear ?

If you save or update an ACL record without actually making any changes.
If you make minor updates (not an insert or delete), such as updating scripts, conditions, and the admin-overrides option.
If the ACL record is not active.
If the ACL record is active.

A

If you save or update an ACL record without actually making any changes.
If you make minor updates (not an insert or delete), such as updating scripts, conditions, and the admin-overrides option.
If the ACL record is not active.

253
Q

Any Published workflow needs to be checked out before they can be edited ?

False
True

A

True

254
Q

You have been assigned a task to personalise a list view on the ServiceNow instance. What role will you need to achieve this (apart from admin role) ?

security_admin
ui_manager
personalize_control / personalize_form
list_user
personalize_admin
ess role
configure_list
A

personalize_control / personalize_form

255
Q

Only users with security_admin role can add/edit ACLs?

True
False

A

True

256
Q

How can Banner Color on ServiceNow instance be personalized ?

Themes section
Instance properties CSS field
Service Portal CSS
Not Possible
Navigation Pane
Developer Sections
A

Themes section

257
Q

Knowledge process consists of which of the following ?

publishing
UI pages
document creation, approval and review from SMEs and publishing
document creation

A

document creation, approval and review from SMEs and publishing

258
Q

Any ServiceNow user can impersonate other user on ServiceNow ?

False
True

A

False

259
Q

Which of the below options are available in a knowledge homepage ?

application
General
Policies
email & new
RITM
A

application
General
Policies
email & new

260
Q

Which tables are not part of base ServiceNow instance ?

base tables
extended tables
custom tables
Remote tables and base tables
base tables and extended tables
A

custom tables

261
Q

Choose all the main tools you can use to automate ServiceNow.

Lists, global text search, navigation filter, live feed
ui actions
System properties
Ul policy
data policies
A

ui actions
Ul policy
data policies

262
Q

How can a notification be sent out ?

Business Rule
Workflow
Script
UI Page

A

Business Rule
Workflow
Script

263
Q

Incident table extends which table in any ServiceNow instance ?

sc_catalog table
cmdb_ci table
sc_catalog_task table
cmdb_rel_ci table
task table
A

task table

264
Q

Common aspect between new record, new group and changes in CI?

All the above mentioned are captured in an update set
All the above mentioned are not captured in an update set
Nothing is common

A

All the above mentioned are not captured in an update set

265
Q

Identify all the possible way by which events can be created on a ServiceNow instance. Choose any 2

Client scripts
Workflow
Formatter
UI Policies
Jelly tags
Business rules
UI Macro
A

Workflow

Business rules

266
Q

Use ___ to create a story with data that can be shared.

Field Values
Dashboards
Formatters
Task Tables

A

Dashboards

267
Q

Which one is not part of filter conditions ?

Type Field
Value
Operator
Field

A

Type Field

268
Q

Of the following options, which is the most desirable and fastest way to approve a catalog request ?

Right click task record in task list and click approve
Right click request record in request list and click approve
Right click RITM record in list and click approve

A

Right click request record in request list and click approve

269
Q

What are the different life cycle states of a workflow ? Select all that apply. HINT : Expected answers are states and not stages

Waiting for approval
Delivery
Fulfilment
Checked Out
Published
Unpublished
A

Checked Out
Published
Unpublished

270
Q

If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done

Add Context
Make Gauge
Change Layout

A

Change Layout

271
Q

Links, buttons, context menu action belongs to ?

client script
Form
UI action
UI Policy
UI Macros
A

UI action

272
Q

LDAP comes auto configured with company ServiceNow vendor instance

True
False

A

False

273
Q

When you open a service catalog and click the Order button what gets created first ?

INCIDENT
RITM
REQ
task

A

REQ

274
Q

Can you change the number prefix from “INC” to “IN” for incident table?

No
System definition > Number maintenance table(sys_number)

A

System definition > Number maintenance table(sys_number)

275
Q

Your customer works in a transportation business and operates bus and trains. His ServiceNow instances already have baseline CI’s. What other CI’s you will create?

  1. Servers
  2. Security Cameras
  3. Kiosks
  4. Bus
  5. Train
  6. Computers
  7. Tickets
  8. RAM
  9. IP Address
All of them
1,2,3,4,5
1,2,3,4,5,6
1,2,3,4
1,2 and 3
A

1,2,3,4,5,6

276
Q

The MID Server initiates all communications with the ServiceNow instance. This communication is saved as records in ___ FIlI in the blank with the correct option.

ECC Queue
Transactions
Import Queue
Staging Table

A

ECC Queue

277
Q

Which one on the homepage has access to knowledge base ?

News
Report
All the above
Catalog Item

A

News

278
Q

Choose the stages for publishing a basic Knowledge publishing workflow ?

Draft > Review > Published > Retire
None
Created > Reviewed >Deployed
Start > Process > End

A

Draft > Review > Published > Retire

279
Q

What will happen if you make the short description field on task table as mandatory at the dictionary level ?

Short description will be mandated on all the tables which are extending task table
Short description will be mandated on incident table only
Nothing

A

Short description will be mandated on all the tables which are extending task table

280
Q

ServiceNow allows an admin to limit Service Now instance access by IP ranges ?

False
True

A

True

281
Q

If the system administrator wants to modify the homepage, which of the following links on the page indicates that this can be done ?

Make Gauge
Change Layout
Add Context

A

Change Layout

282
Q

Update set can be moved from one instance to another only if state is marked Completed ?

false
true

A

true

283
Q

How do you edit/ create a workflow ?

Graphical Workflow Editor
Script include
Syntax Editor

A

Graphical Workflow Editor

284
Q

Choose any 3 ways from the below to update CMDB in a ServiceNow instance ?

External integrations
manual inputs
UI Macros
UI policy
Import set
A

External integrations
manual inputs
Import set

285
Q

Report can be created from which of the below option in an ServiceNow instance ?

only with Statistics module
Statistics and/or create report module
only with Create report module

A

Statistics and/or create report module

286
Q

Is it true that you cannot revert update set versions ?

False
True

A

False

CSA - Service Now (1 decks)

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